Frequently Asked Questions (FAQ)
Who can help me at the station?
At many stations, you may see additional staff on duty to support customers, provide directions and offer reassurance during busy periods.
You may also see Customer Delivery Managers (CDMs) across the route between Manchester, Huddersfield, Leeds and York. CDMs are there to support customers during both planned and unplanned disruption while TRU work is taking place.
What should I do if there are no staff around or I feel unsafe?
Your personal safety and wellbeing are important. If you can’t see a member of staff, or you feel uncomfortable, unsafe or unwell, Help Points are in place so you can get the required support you need.
Help Points are free to use and available at stations. They connect you directly to trained staff who can:
If something doesn’t feel right, trust your instincts. You can:
Stations are also monitored by CCTV, helping to keep customers safe and support a quick response if needed.
Why do I have to stand behind the yellow line?
The yellow line marks a safe distance from the platform edge to help protect you from:
During improvement works, platforms may change and can sometimes be narrower than usual. For your safety, please stand behind the yellow line until your train has come to a complete stop and the doors have fully opened.
Do I need to do anything different when I’m using a rail replacement service?
During improvement works, rail replacement buses may be used to help keep you on the move. Here’s a few things to keep in mind to stay safe and comfortable.
Please:
If you’re unsure where to catch your bus or need help transferring, speak to station staff or a Customer Delivery Manager (CDM) if one is available. They’ll be happy to help you get where you need to go.
What should I know when travelling if I’m a wheelchair user or travelling with luggage, prams or bikes?
Travelling during update work may involve slightly longer walking routes, temporary station layouts or transfers between trains and buses.
To help your journey go smoothly:
Staff on site are happy to assist, especially during busy periods.
When using rail replacement services:
Accessibility is very important to us. If you need assistance with your journey, including boarding or transfers, please book help in advance via your train operating company’s website.
Why are some areas of the station closed off?
To safely complete improvement work, some areas of stations may occasionally need to close temporarily. This could include:
We’ll always aim to minimise disruption and provide clear signs or alternative routes wherever possible.
Why is there more noise than usual at the station?
Construction and railway improvement work can sometimes create additional noise, vibration or dust around stations and railway lines.
We work hard to reduce the impact on customers and nearby communities by:
We appreciate your patience while these upgrades are delivered.
Can I use headphones or my phone while moving around the station?
Please stay aware of your surroundings when walking through stations, especially where temporary layouts or construction work are in place.
Try to:
Where can I find safety updates and travel information?
Information is updated regularly to reflect changes so please:
Useful contacts
